Greetings Tabmow,

We apologize for any inconvenience caused by this issue you've experienced. Unfortunately, the issue you are describing is something we are not able to assist with here in the Technical Support Forums. As the account in question is North American in region, we advise to contact the North American Support Center for further clarification on the account and the best possible steps to resolve the issue via the following URL: https://support.na.square-enix.com/

This thread will be moved to "Separate Support Required" as a result.